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Old 01-06-2011
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Unhappy Amazon buyer changed his mind

Hi,
I sold an item to a buyer last month 13th Dec now after a whole month the buyer is telling me they want to return it because the bought a similar item and don't want two of the same.
Do I have to accept this return? because the buyer said the item was non defective and only changed his mind.
My return policy clearly states within 3 business days only.
Can somebody advise me here as this is very annoying.
Also I don't sell alot of stuff so will this put my account in the negative as I will have a hight refund rate after this.
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Old 01-06-2011
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If it was software and he opened it, you can refuse the return. If it was not software, I'm not sure how it works, but Amazon's policy supersedes your own return policy. I think you will need to accept the return, but I'm sure someone who knows more will weigh in. Regardless, the buyer can still leave feedback or file an A to Z.
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Old 01-06-2011
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It was a cell phone.Also if I refund will my account be affected as I dont sell much.
Also if a buyer files A-Z what will amazon probably decide because buyer said the item works well.
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Old 01-06-2011
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You don't really note the value. Forget right or wrong here. You are clearly in the right. But forget that for a second. Whats more important here? The amount of the sale or your Amazon account? If its not a huge amount and you want to keep the account healthy just let them return it and chalk it up as a minor loss and a pain in the ass buyer. And move forward. if its a high value maybe try and advise her that its beyond the return time, sorry
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Old 01-06-2011
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You CANNOT have a 3 day return policy on Amazon. The return policy is 30 days for most items.

Last edited by jeffweico; 01-06-2011 at 09:58 PM.
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Old 01-06-2011
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Buyer might decide to not say it works if he feels he needs to escalate the situation in order to get his way. Amazon almost always sides with the buyer. Listen to pod. The return will show up on your metrics, unfortunately.

And as jeffweico says, while Amazon claims you can create your own return policy, the reality is that you must abide by the one Amazon lists. Only the corporate sellers can make their own return policies and expect to have them enforced.
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Old 01-06-2011
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Quote:
Originally Posted by sarah74 View Post
Hi,
I sold an item to a buyer last month 13th Dec now after a whole month the buyer is telling me they want to return it because the bought a similar item and don't want two of the same.
Do I have to accept this return? because the buyer said the item was non defective and only changed his mind.
My return policy clearly states within 3 business days only.
Can somebody advise me here as this is very annoying.
Also I don't sell alot of stuff so will this put my account in the negative as I will have a hight refund rate after this.
Here is Amazon's return policy for electronics cut and pasted- It indicates the original packing must be included


Other Electronics 30 days New.

If the electronic item is missing the UPC or serial number, no refund will be issued. Yes, including original accessories



http://www.amazon.com/gp/help/customer/display.html?nodeId=901908

Last edited by Melissa1971; 01-06-2011 at 10:07 PM.
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Old 01-06-2011
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If it was a new cell phone, you may just find it easier to open a new Amazon account than to loose the money depending upon how much it costs. What he is doing is quite unethical.

Maybe use your same name under your mothers address and change your ip address and reformat your computer. Use a different email address for the account, new bank account. Since you didn't use it much, there shouldn't be much of a chance you will accidently log in as your former identity
If you are serious about selling, you'd probably want to do this eventually anyhow.
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Old 01-07-2011
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Quote:
Originally Posted by sarah74 View Post
Hi,
I sold an item to a buyer last month 13th Dec now after a whole month the buyer is telling me they want to return it because the bought a similar item and don't want two of the same.
Do I have to accept this return? because the buyer said the item was non defective and only changed his mind.
My return policy clearly states within 3 business days only.
Can somebody advise me here as this is very annoying.
Also I don't sell alot of stuff so will this put my account in the negative as I will have a hight refund rate after this.
Just accept the return, relist the item, when you receive the item, send buyer a money order for the item, shipping, and return shipping. This way, it wont show up on your metrics, and you can save your account, and possibly get a great feedback for the outstanding customer service.
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Old 01-07-2011
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I've gone the money order route in the past. It's worked for me, but an unscrupulous buyer may take advantage of it. However, say it's your policy to issue refunds via check or some nonsense like that and he may swallow it.
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Old 01-07-2011
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Thanks everyone for the GOOD advice, the phone was for $150 but I think I will try the refund through check method.
It sounds like a good method to try.
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Old 01-08-2011
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Quote:
Originally Posted by ovidiu View Post
I've gone the money order route in the past. It's worked for me, but an unscrupulous buyer may take advantage of it. However, say it's your policy to issue refunds via check or some nonsense like that and he may swallow it.
Yes its a risk, but worth a try.
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Old 01-08-2011
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Quote:
Originally Posted by sarah74 View Post
Thanks everyone for the GOOD advice, the phone was for $150 but I think I will try the refund through check method.
It sounds like a good method to try.
Be careful if he says he didn't get it, you will be losing double the amount.
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Old 01-08-2011
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Quote:
Originally Posted by cherrqell View Post
Yes its a risk, but worth a try.
Is a return/refund so damaging that its worth the risk of getting burned here? If you have tons of returns, sure. But then you have other problems. But one every once in awhile shouldn't hurt. I don't think I would trust the buyer to be honest on this one

I would use the system because its a fair amount to risk.
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Old 01-08-2011
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Quote:
Originally Posted by pod View Post
Is a return/refund so damaging that its worth the risk of getting burned here? If you have tons of returns, sure. But then you have other problems. But one every once in awhile shouldn't hurt. I don't think I would trust the buyer to be honest on this one

I would use the system because its a fair amount to risk.
I am thinking about asking the buyer to take the refund through paypal(if they have one).that way atleast I have the 45days guarantee from PP.what do you think.
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Old 01-08-2011
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Do you have a tone of refunds? They are not that bad every once in awhile. I really don't think you need to make this so stressful. Just refund them through the system. Its certainly not worth risking $150 over just to avoid it. Customers return stuff sometimes....
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Old 01-10-2011
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Quote:
Originally Posted by pod View Post
Do you have a tone of refunds? They are not that bad every once in awhile. I really don't think you need to make this so stressful. Just refund them through the system. Its certainly not worth risking $150 over just to avoid it. Customers return stuff sometimes....
Yes they do return. I bought a bike from Amazon as a present. Well over 200.00, and the first one arrived damaged, sent it back. Second one arrived damaged, sent it back, finally the last one was acceptable. Had Amazon prime with free 2 day shipping. They probably took a bath on the first 2 two way shippng charges. So this is just a cost of doing business. As long as you keep your refund/cancel rate under their %, you should be ok. Me, I like a pristine account, I dont like ebay/Amazon breathing down my back.
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